AI-generated summary
Genesys Cloud provides an adherence adjustment request feature that enables agents to explain out-of-adherence exceptions and request adherence credit for affected time periods, such as late arrivals, extended breaks, or missed scheduled activities. Agents submit adjustment requests directly within Genesys Cloud through the Adherence Details dialog box or the Adherence Adjustments panel in Schedule view, specifying start and end times manually, via clock selection, or by clicking exceptions to auto-populate times. Agents select a reason code configured by administrators and may optionally include notes up to Agents can edit or delete pending adjustment requests by modifying start time, end time, reason code, or notes before submission, though deleted requests cannot be undone.
Administrators and supervisors review new requests in the Schedule Editor or the dedicated Adherence Adjustments list view, with approved requests treated as in-adherence for calculation purposes. The Schedule Editor displays adjustment requests as dotted lines color-coded by status—green for approved, gray for pending, and red for denied—allowing administrators to review shift details, actual activity, and agent notes before approving or denying requests with optional reviewer comments up to Pending requests automatically expire after 30 days and transition to "Pending – Expired" status. Administrators can modify start time, end time, and reason code for individual requests while viewing agent notes and adding reviewer feedback. The Adherence Adjustments view under Performance Management provides business unit-wide request visibility with filtering by agent name, reason code, and management unit.
Administrators configure adjustment settings at the business unit level, including the look-back period (default 7 days, maximum 21 days) for submission eligibility and up to 25 customizable reason codes. Management units inherit reason code configurations from their associated business units and cannot override these settings. When a management unit is reassigned to a different business unit, it automatically adopts the new business unit's reason code configuration. Adjustment requests cannot overlap with existing pending or approved requests, cannot be submitted for future periods, and cannot use Running Late as a reason code, which requires separate submission through Genesys Tempo.
Genesys Cloud calculates adherence by dividing minutes an agent spends in correct status by total work minutes, with specific handling for approved adjustments. When administrators or supervisors approve adjustment requests, the adjusted time counts toward adherence while remaining in total worked time. When Running Late explanations and adjustment requests overlap, Genesys Cloud applies different calculation methods based on approval status and overlap extent: partial overlaps with both approved apply adjustment calculations to overlapping time and Running Late calculations to non-overlapping portions; full overlaps with both approved apply adjustment calculations to the entire period. The system denies approval to one request type if the other is approved during overlaps.
The feature requires specific Genesys Cloud licenses (CX 1-4, EX, or WEM Add-on variants) and role-based permissions for supervisors and administrators to view, edit, and manage adjustments and reason codes, and for agents to view, add, edit, and delete their own adjustment requests. The Audit Viewer tracks all changes to reason codes and adjustment requests under Workforce Management, including creation, editing, deletion, approval, and denial actions. Users can export filtered request lists as CSV files.
Key limitations include: no Inbox notifications for submission or approval/denial of adjustment requests (manage through Schedule Editor or Adherence Adjustments list view), inability to edit or delete Running Late explanations from the adjustment request interface (manage through Genesys Tempo or Schedule Editor), reason code configuration at the business unit level only, and the system does not support direct status transitions from Denied to Approved or vice versa. Additionally, adjustment requests do not impact staffing requirements, shrinkage calculations, or Intraday Monitoring functionality at this time